First Line Team Leader
- Johannesburg, Gauteng
- Permanent
- Full-time
- 7 years proven experience in service delivery management, of which 2 years is in creating and implementing Service Operating Processes for technical teams.
- 3 years Desktop Support experience.
- Advanced Microsoft Office knowledge.
- Previous Experience in:
- ISO 2000 Standard- advantageous.
- COBIT 5- advantageous.
- Several customer managements tools- advantageous.
- Call centre experience- advantageous.
- Service Desk Application- advantageous.
- The latest Microsoft MCSE qualification
- ITIL V3 Foundation certified
- Must be able to use all Microsoft Office applications
- Must understand the concept of an SLA and OLA
- Relevant BTech degree- advantageous.
- Management Development training certificate and people management & coaching certification- advantageous.
- Project related certification- advantageous.
- Responsible for driving SLA achievement and cultivating a culture of excellence.
- Manage First Line Support agents along SLA and OLA timelines.
- Assist with the recruitment process by providing input in to appointing the correct calibre of staff.
- Analyse reported faults and complete detailed diagnostics in an attempt to resolve the problem telephonically or via a remote support application.
- Assist users to copy mail to desktops and assist with ad-hoc back-ups to CD.
- Troubleshoot and support users in respect of hardware and software.
- Support users in the use of general software and applications support.
- Maintain all hardware on workstations and deliver first and second line technical support on all workstations within area of service.
- Configure, set up and implement the relevant software on all PC’s and workstations.
- Install, maintain and monitor virus software, download and implement updates on a regular basis.
- Apply prescribed standards consistently when installing software.
- Apply best practice guidelines and policies, as defined by the company.
- Administer user profiles and access rights and comply with security policies.
- Uphold licence registers, asset registers, back-up registers and files pertaining to user profiles.
- Provide an escalation point for critical support issues.